Senior Contact Center Consultant

3 days ago

amravati, India beBeeConsultant Full time

Job Summary We are seeking a highly skilled and experienced contact center professional to lead the setup and configuration of Amazon Connect environments. The ideal candidate will have a proven track record of working with technical teams and business stakeholders to deliver successful projects. Required Skills and Qualifications To be successful in this role, you will need to possess the following skills and qualifications: A minimum of 7 years total experience in the contact center / CTI space 3+ years of hands-on experience with Amazon Connect Proven experience working in a consulting role for CTI transformation projects Strong knowledge of Amazon Connect features: contact flows, routing, queues, agent setup Experience integrating Amazon Connect with CRMs like Salesforce or Zendesk Good understanding of AWS services: Lambda, DynamoDB, S3, CloudWatch Basic scripting with Node.js or Python Experience in building or enhancing IVRs using Amazon Lex Benefits In addition to the required skills and qualifications, it would be beneficial if you had some exposure to Cisco, Avaya, Genesys (legacy CTI systems), AWS certification, knowledge of SIP, VoIP, or WebRTC, and experience with Amazon Connect Tasks, Contact Lens, Wisdom. Responsibilities As a senior contact center professional, your responsibilities will include: Leading the setup and configuration of Amazon Connect environments Working with business teams to gather requirements and translate them into technical designs Building backend integrations using AWS Lambda and REST APIs Integrating Amazon Connect with CRM and support systems Supporting user testing, deployment, and documentation Troubleshooting issues and improving existing contact flows

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